Listening 3 Listening Skills

When Performance Matters

Customer Service Training - Listening Skills

 

Listening is fundamental to all effective relationships. It is an art - a skill - a discipline. Listening is not the same as hearing. It is possible to hear, understand etc, but not really listen. You can either listen and respond in a way that makes the relationship more distant and impersonal, or you can listen and respond in a way that brings you and the speaker closer.

In active listening, the listener uses all the senses.

•  Listen with ears to the words spoken/tone of voice.

•  Listen with the mind to understand the message.

•  Listen to him/herself and noted own reactions to the message being received.

•  Listen with the eyes to the body language/posture/bearing/ gesture (if face to face).

 

In a very real sense such listening is quite different from ordinary conversations and requires full attention and concentration. Listening on the telephone is particularly difficult as we cannot see the person speaking. As already mentioned over 65% ofcommunication is non-verbal ie observing gestures, posture, body language; this is obviously not possible on the telephone so you have to work even harder in order to listen effectively.

 

 

  • Prosell offers a program that combines sales training and sales coaching.  It is based on recognised research, which tells us that training alone has limited impact and that when supported by skilful coaching, has 74% more chance of being implemented.
  • Prosell has resources to deliver these programs across Australia, covering Sydney, Melbourne, Brisbane, Perth, Adelaide and Canberra.
  • Blogger_Button
  • Twitter_Follow_Me

 

 

 

 

 

 

 

Training & coaching programs for sales, management, call centre and customer service teams delivered in Sydney, Melbourne & Brisbane.Training and coaching courses for sales and customer service teams delivered in Sydney, Melbourne and Brisbane Australia.Contact us: Prosell Sales Training Company Head Office: Sydney, Melbourne, Brisbane and Australia.

 

 

 

 

 

ebook-banner-1

 

 

What we do

Prosell provides training and coaching for call centre, customer service and sales management teams in retail and corporate sales across Australia - Sydney, Melbourne, Brisbane, New Zealand & Asia Pacific.

 

Join our mailing list





 

twitterfacebookgoogle pluslinkedinyoutube

Prosell: Sales training and sales performance improvement company. 

Prosell Sales Training Office119 Willoughby Rd, Crows Nest, Sydney, NSW 2065, Australia.

Sydney | Melbourne | Brisbane | USA | UK | China | International Network

 

Prosell Sales Training Telephone: Sydney, Melbourne and Brisbane +61 2 9007 9833    Prosell Sales Training Telephone: Sydney, Melbourne and Brisbane 1300 559 493